Tutor
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5 Messages
I am not getting $700 BOGO credit after being told I was eligible for it
When the new iPhone XS Max came out in September 2018 AT&T ran a Buy One Get One promo (not for XS Max, BOGO was for iPhone 8). I called customer service to see if I would be eligible to get the XS Max and just pay the extra amount. I was told I was eligible and I would only get a $700 credit split over 24 months because the phones I wanted were $1100 each. I talked to one employee in the physical store, and I again asked someone over the phone before making my order. Both employees told me I was eligible , I would just need to add another line and pay off the balance of my current phone (an iPhone 7 Plus that I owed $170 on still). I had just started a new line for my daughter 2 weeks prior, so I asked if that could be considered a new line for the offer. Both employees told me that doesn't count, but I could cancel that line and start a new line to be eligible. So on 9/28/18 I did what they told me was needed - while on the phone to make my new phone order I cancelled my 2 week old line, started a new line (which included another $30 activation fee after just paying one 2 weeks prior), and I paid off the remaining balance on my iPhone 7.
After getting my first new bill I noticed I wasn't getting any of the $700 credit. I started an online support chat on 11/5/18, and was told that I was eligible for the credit, but it hadn't applied to my account for some reason and I would see it on my 3rd bill. That representative started a case for me and said I should hear back within 24-48 hours. I didn't. Two weeks later I still hadn't heard back so I started another online chat on 11/19/18 and once again was told I was eligible for the credit, but I wouldn't see it on my bill until December. I was also told my case was still open for some reason but my account would be noted that I should start getting the credit in December. When I got my December bill (now 3 months since phone purchases) the credit still had not been applied. I called customer service on 12/27/18 and was told that it would take 7-10 days from the bill posting for the credit to be applied.
So today is 1/7/19 (12 days since my 3rd bill was posted to my account, 3+ months since I bought the phones and 2+ months since I originally opened a case for this issue) and still no credit. I called customer service again but this time I was told that I was not eligible for the credit and I would not be receiving it. I told the representative I had chat logs showing that I was told I was eligible and would be getting the credit. She told me that doesn't matter, whoever told me that was wrong. I told her the only reason I bought the phones, cancelled a line and added a new line, and payed off my old phone early was because that's what I was told I need to do to be eligible for the offer. Once again, i was told that none of that mattered and I would not be getting the credit even though multiple employees had already told me I would. I asked to return the phones then since they wouldn't honor their offer but they would not let me. I asked to have them pull the call recording from when I ordered the phones and listen to their employee telling me I would get the credit but they wouldn't do that either.
The only reason I bought two $1100 phones is because of the $700 BOGO offer. The only reason I cancelled a 2 week old line and started a new line was because I was told that's what I needed to do to get the $700 BOGO offer. The only reason I paid off my iPhone 7 Plus early was because I was told I need to in order to get the $700 offer. I wouldn't have done any of that if I had been told I was ineligible for the offer. I can't believe I was strung along for months and had multiple different (at least 5) At&t representatives all tell me I was eligible just to find out now that not only I'm not getting the $700 credit, but I can't return the phones and there's nothing I can do about it. I've been an AT&T customer for over 10 years, I've bought 2 new phones at least every 2 years, and you're willing to lose me as a customer over $700 you told me I would get? Someone has the authority to pull those call logs and see what I was told on 9/28/18. Someone has the ability to make this right and see that I did nothing wrong here, just followed the instructions from AT&T employees. I'm losing $700 because of their mistake.
bermuda01
Contributor
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2 Messages
5 years ago
Ram9078,
Just today I spoke with ATT rep after filing complaint with BBB. I told this person that I was given several reasons for being ineligible for BOGO: 1. offer at the time was for iPhone 8 only, 2. I placed my order on the last day of one promotion and it was processed when another kicked in and finally 3. my wireless account is on my spouse's name while TV+Internet is on my name (same household, same address). He reviewed the case and was very sorry that I was mislead but UNFORTUNATELY he could not do anything as my (and 2 ATT agents) interpretation of the BOGO offer was incorrect. Apparently only iPhone 8 / 8 Plus + another phone (X, XS, XR, ...) was eligible and I purchased iPhone XR and iPhone XS Max. As consolation he offered me $25 credit for my trouble ... I am very disappointed and I don't know where else to turn. No one in their right mind would make $2000 worth of phone purchases if they knew there was no discount / credit. I feel ATT does not want to go extra mile for their loyal customer of 15 yrs.
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MicCheck
ACE - Expert
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14.2K Messages
5 years ago
That's the thing with filing complaints...you'll get to the top of the ladder, but they still only HAVE to follow the exact terms you agreed to, no matter what you were told.
At this point, you can go to small claims court or file for arbitration.
And people in their right mind spend $2,000+ on phones all the time.
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sdjbpaul
Contributor
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4 Messages
5 years ago
I am currently having the same issue. BOGO on an XR if you signed up for Directv. 8 months in, they said they never had a BOGO promotion with Directv service and will not reimburse me. I have been with ATT for 15 years and I'm over it. This is fraud. Reported them to the FTC.
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formerlyknownas
ACE - Sage
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117.2K Messages
5 years ago
The requirements are a bit more than ‘a bogo if you sign up for DTV’. And most of 2017 and 2018 BOGO deals required TV service. They all required a new line to AT&T.
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ATTHelp
Community Support
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231.5K Messages
5 years ago
We sent you a Private Note. If you can please respond, we can help look into this.
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JoeOner
Tutor
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5 Messages
5 years ago
I am having this exact issue.
ATT rep just told me that i am not eligible after 8 months?!?!!! come on now.
im having the exact same issue as above but ive been strung along for 8 months now.
Im losing out on this $700 scam.
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formerlyknownas
ACE - Sage
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117.2K Messages
5 years ago
What date did you purchase your phones, I can post link to BOGO for that date.
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JoeOner
Tutor
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5 Messages
5 years ago
HI LIZDANCE40
phones were purchased early/mid oct 2018
found a sale link, ( below)
but ATT rep on the phone is requesting a article number of this particular sale. ( im not sure of any human being who keeps these)
https://www.phonearena.com/news/att-apple-iphone-xs-xs-max-bogo-deal-terms-conditions_id108858
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JoeOner
Tutor
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5 Messages
5 years ago
@lizdance40
Mid Oct buy date
thank you so much
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formerlyknownas
ACE - Sage
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117.2K Messages
5 years ago
The only BOGO that covered October and was limited time, which mean it may have ended in a week, or a month.
https://www.att.com/ecms/dam/att/consumer/help/landingpage/offers/Bundled-BOGO-July-December-2018.pdf
If you don’t have Tv service, you didn’t qualify.
If you have TV, uverse or satellite, then you need more information on dates
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